ACCOUNT & PAYMENTS
A withdrawal is delayed. What should you record?
A practical checklist for documenting a payment issue without losing the important details.
Create a precise timeline
Write down when you requested the withdrawal, the amount and currency, the method used, and any quoted processing time. Keep transaction references privately.
Separate requests from responses
Record each verification request and the date you responded. Preserve the operator’s wording and the version of the terms that applied. A delay on its own does not establish the reason or prove wrongdoing.
Ask for a clear written explanation
Request the current status, any outstanding requirements, the relevant terms and the formal complaints process. Keep copies of the replies. Avoid repeatedly sending sensitive documents through different channels.
Use the appropriate complaint route
For a British-licensed business, use the Gambling Commission’s complaint guidance to identify the next step. The notebook on this site helps organise your facts; it does not send a complaint or act as an adjudicator.